Managed Services Policies and Procedures. Guidelines for interacting with MicroStrategy Managed Services
|
|
- Benjamin Stone
- 8 years ago
- Views:
Transcription
1 Managed Services Policies and Procedures Guidelines for interacting with MicroStrategy Managed Services
2 1 MANAGED SERVICES POLICIES AND PROCEDURES ENGAGING MANGAGED SERVICES RESOURCES MANAGED SERVICES LIAISONS ON-SITE MANAGED SERVICES CONTACT INTERNET ACCOUNTS CUSTOMER PREPARATION FOR MANAGED SERVICES ON-PREM MANAGED SERVICES MICROSTRATEGY CLOUD MANAGED SERVICES MANAGED SERVICES SUPPORT CASES OTHER POLICIES RENEWAL OF MANAGED SERVICES CUSTOMERS WITH PAST DUE INVOICES PHYSICAL DELIVERY OF PRODUCT MANUALS AND CDS LIMITATIONS OF MANAGED SERVICES SUPPORT THIRD PARTY SOFTWARE UPGRADES CONTACT INFORMATION FOR MANAGED SERVICES SUPPORT... 7
3 1 MANAGED SERVICES POLICIES AND PROCEDURES The MicroStrategy Managed Services team looks forward to working with you. Detailed below are the policies and procedures, which are meant to provide a framework for an effective and productive relationship with our customers. The policy is subject to change at MicroStrategy's sole discretion. Notice of substantial changes to policies and procedures shall be posted to MicroStrategy's website (Managed Services Policies & Procedures) on or about the time such changes are made effective. With MicroStrategy Managed Services, Customers get a dedicated team of certified MicroStrategy resources who provide consulting assistance with the ongoing administrative application maintenance and change management activities for the Customer s selected MicroStrategy environment(s). This is a combination of standard monitoring and maintenance services required to support optimal operations of the MicroStrategy applications. 2 ENGAGING MANGAGED SERVICES RESOURCES To engage Managed Services resources via phone, , or online support, an individual must be a Managed Services Liaison. If an individual seeking support is not a designated Liaison, he/she may access MicroStrategy s Online Customer Resources by obtaining an Internet account. Accounts may be obtained through the Managed Services Liaisons, as outlined below. 2.1 MANAGED SERVICES LIAISONS MicroStrategy Managed Services can work more effectively with your organization by collaborating with a regular set of contacts, identified as Managed Services Liaisons. A Managed Services Liaison is named individual who has been designated by the Customer in their Managed Services agreement as a point- of- contact with MicroStrategy s Managed Services personnel. For Customers with a Managed Services contract, the Managed Services team can designate individuals to serve as Managed Services Liaisons on behalf of the Customer. The Managed Services Liaisons are expected to maintain technical ownership of all administrative tasks and operations as well as any issues escalated into MicroStrategy Technical Support. With regard to Tech Support issues, all case related communications is conducted with and through these named individuals. As part of your Managed Services agreement with MicroStrategy, your package level provides for a set number of Managed Services Liaisons that are authorized to contact MicroStrategy Managed Services. During the course of troubleshooting and researching issues, MicroStrategy Technical Support personnel may make recommendations that require administrative privileges on the MicroStrategy projects or that assume that the designated Managed Services Liaison has a security level that permits them to fully manipulate the MicroStrategy projects and has access to potentially sensitive project data, such as security filter definitions. 2.2 ON-SITE MANAGED SERVICES CONTACT As part of your Microstrategy Managed Services agreement, there will be a MicroStrategy Managed Services Consultant on site and working with your IT group to oversee and managed the MicroStrategy BI platform. The primary access and communication channel for Managed Services Liaison s will be with the on- site Managed Services Consultant. Whenever possible, all communications with MicroStrategy should be directed through your Managed Services consultant assigned to your account. Page 3
4 2.3 INTERNET ACCOUNTS Only Customers with an active subscription to Managed Services may access Online Customer Resources. All Online Customer Resources must be accessed using a MicroStrategy Internet account. Customer contacts may contact their organization s Managed Services Liaison to request an Internet account. Alternatively, they may contact the MicroStrategy managed Services team or MicroStrategy Technical Support directly and provide the name of their referring Managed Services Liaison. It is the Customer s responsibility to notify MicroStrategy of any accounts that should be terminated. 3 CUSTOMER PREPARATION FOR MANAGED SERVICES 3.1 ON-PREM MANAGED SERVICES This section defines customer preparation, responsibilities and obligations that pertain to customer BI environments, managed under the program, that are located on- prem within the licensee s IT datacenter: Licensee will document the production system hardware and software configuration and provide to MicroStrategy in advance of the services commencement date. Documentation to include a comprehensive view of ALL the BI environments (production, test and development environments) within the customer BI environment that will be maintained under this Managed Services agreement. Licensee will provide MicroStrategy with access to all relevant servers, databases, and systems required to support Licensee s MicroStrategy business applications. This will include access to the internet from within the Licensee s BI environment for retrieving additional technical information as well as to maintain relevant access to MicroStrategy corporate systems. Licensee will provide office space and communication facilities for all on- prem Managed Services resources, throughout the duration of the Managed Services support engagement. Communication facilities to include access to phone and outside lines and access to the internet from within the Licensee s environment. Licensee will insure that a licensed copy of Health Center is installed and running in their production environment as part of the Managed Services program. Licensee will provide MicroStrategy with direct access via login accounts to the following: o Direct administrative access to all related MicroStrategy projects and administration tools o Database login access to Licensee MicroStrategy metadata and source data warehouse(s) Licensee will provide access to all current as- built applications, dashboards and reports that are currently deployed in the Licensee s production BI environment, or in development. Licensee will dedicate appropriate technical and non- technical staff resources to support work efforts described in this SOW. Licensee must have an active Technical Support Services agreement in place with MicroStrategy 3.2 MICROSTRATEGY CLOUD MANAGED SERVICES This section defines customer preparation, responsibilities and obligations that pertain to customer BI environments, managed under the program, that are located in the MicroStrategy Cloud: Licensee will document the production system hardware and software configuration and provide to MicroStrategy in advance of the services commencement date. Documentation to include a comprehensive view of ALL the BI environments (production, test and development environments) within the customer BI environment that will be maintained under this Managed Services agreement. Page 4
5 Licensee will provide MicroStrategy with access to all relevant servers, databases, and systems required to support Licensee s MicroStrategy business applications located within the licensee s on- prem datacenters that require access by the MicroStrategy Cloud hosted BI Environment. Licensee will provide office space and communication facilities for all on- prem Managed Services resources, throughout the duration of the Managed Services support engagement. Communication facilities to include access to phone and outside lines and access to the internet from within the Licensee s environment. Licensee will provide access to all current as- built applications, dashboards and reports that are currently deployed in the Licensee s production BI environment, or in development. Licensee will dedicate appropriate technical and non- technical staff resources to support work efforts described in this SOW. Licensee must have an active Technical Support Services agreement in place with MicroStrategy 4 MANAGED SERVICES SUPPORT CASES When a the Customer has an issue they cannot solve on their own or by using any of the standard resources provided, the Customer will contact their MicroStrategy Managed Services team to log a case for the issue. For reference, contact information for MicroStrategy Managed Services is provided in the Contact Information for Managed Services section of this document. For full details on the correct procedure for logging a case, please consult the MicroStrategy Technical Support Policies & Procedures document (.zip, 1.39MB), which provides a framework for effective engagement on support issues. 5 OTHER POLICIES MicroStrategy Managed Services adheres to the following MicroStrategy policies regarding Product Updates, renewal of Services, and Customers with past due invoices. 5.1 RENEWAL OF MANAGED SERVICES To renew or extend an existing Managed Services contract, Customer should contact their assigned Account Manager and Professional Services Director. 5.2 CUSTOMERS WITH PAST DUE INVOICES Managed Services may be discontinued for Customers with past due invoices. Failure to maintain payment schedules could result in deactivation of Service and removal of any onsite resources associated with the Managed Services program. Should services be deactivated due to lapses in term payments, Microstrategy will required full and complete payment of any outstanding terms before services will be restored. Upon receipt of full payment for any outstanding invoices, MicroStrategy will reinstates Managed Services activities. 5.3 PHYSICAL DELIVERY OF PRODUCT MANUALS AND CDS Effective October 1, 2005, Customers are charged a fee when requesting physical delivery of product manuals and CDs. Requests for physical materials through MicroStrategy Technical Support will be forwarded to the Customer's Account Executive for processing. Existing Customers that are current on Technical Support Services can continue to download documentation from the MicroStrategy Technical Support Site ( and software Page 5
6 products from the MicroStrategy Download Site ( without charge. 6 LIMITATIONS OF MANAGED SERVICES SUPPORT There are some limitations to Managed Services Support. 6.1 THIRD PARTY SOFTWARE The MicroStrategy Business Intelligence System depends on multiple third party components to operate properly. These components may include, but are not limited to databases, operating systems, firewalls, web browsers, application servers, web servers, and Java development kits. The MicroStrategy Managed Services team will aid in the deployment of MicroStrategy's platform with these components as part of Customer s Managed Services contract, however we do not provide direct support for third party components. MicroStrategy Managed Services will be available to work with and provide information to the third party vendors. If necessary, MicroStrategy Managed Services team will involve MicroStrategy Tech Support to help provide information to third party vendor. If a defect in third party software causes MicroStrategy software to perform less optimally, MicroStrategy will identify the third party component so that the Customer and/or the Managed Services team may pursue a solution with the correct vendor. 6.2 UPGRADES Upgrades of Microstrategy software can be lengthy and involve many choreographed steps that need to be executed and verified. While the planning and preparation for upgrades are included in the scope of the Managed Services offering, the execution of the upgrade plan is not included. Upgrade teams and scope are external to Managed Services and fall under the prevue of MicroStrategy Professional Services. Contact your Account Executive and Professional Services Director for guidance on how to engage MicroStrategy to help support an upgrade initiative. Page 6
7 7 CONTACT INFORMATION FOR MANAGED SERVICES SUPPORT Customers and Managed Services Liaisons may contact Managed Services in the following ways: North America: Web: Fax: (703) Phone: (703) Hours: 9 a.m. - 7 p.m. EST, M- F except holidays Asia Pacific: TBD Latin America: TBD Europe, the Middle East, and Africa (EMEA) managedservices@microstrategy.com Web: Fax: +44 (0) Germany: Poland: (5710 thru 5735) UK: Int l Distributors: +44 (0) Hours: UK: 9 a.m. - 6 p.m. GMT, M- F except holidays Mainland EUR: 9 a.m. - 6 p.m. CET, M- F except holidays If a customer representative is unable to reach a Managed Services contact by phone during these hours, they have the option to send an , fax, log a case via the Online Support Interface, or leave a detailed voice mail. Note that MicroStrategy Technical Support only actively troubleshoots cases during the regular business hours outlined above except in the event of priority level one and priority level two production system cases for customers with a subscription to the Managed Services Enhanced or Managed Services Preferred, or the 24x7 Technical Support option. Refer to the Appendix for more details on 24x7 services. The individual Technical Support Centers are closed on certain public holidays. In North America, these holidays reflect many U.S. national holidays. In Europe, Asia Pacific, and Latin America, these holidays reflect the national public holidays in each country. Page 7
Virtual Instruments Corporation. Maintenance and Support Services Supplement. Last updated on November 26, 2013.
Virtual Instruments Corporation Maintenance and Support Services Supplement Last updated on November 26, 2013. This Maintenance and Support Services Supplement ( Supplement ) states Virtual Instruments
More informationPanorama Software Software Maintenance and Technical Support Services Policy
Panorama Software Software Maintenance and Technical Support Services Policy Panorama Software Customer Support July 2010 Note: Due to the fast pace of the industry and market conditions, from time to
More informationTechnical Support Policies Effective Date: 25-OCTOBER-2006
Technical Support Policies Effective Date: 25-OCTOBER-2006 OVERVIEW Unless otherwise stated, these Technical Support Policies apply to technical support for all Oracle product lines. These Technical Support
More informationMindjet Software Assurance and Support
Mindjet Corporation Toll Free: 877-MINDJET 1160 Battery Street East San Francisco CA 94111 USA Phone: 415-229-4200 Fax: 415-229-4201 www.mindjet.com 2011 Mindjet Contents Introduction... 3 Mindjet Software
More informationMaintenance Program Guide
Maintenance Program Guide www.tibco.com http://spotfire.tibco.com/ www.datasynapse.com Global Headquarters 3303 Hillview Avenue Palo Alto, CA 94304 Tel: +1 650-846-1000 Toll Free: 1 800-420-8450 Fax: +1
More informationEXHIBIT B SOFTWARE SUPPORT SERVICES
1. SCOPE EXHIBIT B SOFTWARE SUPPORT SERVICES This Exhibit B sets forth the terms and conditions under which SevOne will provide Software support services purchased by Customer pursuant to the Agreement
More informationGreenway Customer Support SUPPORT POLICIES. To deliver world class client experiences that delight each and every time we interact with our clients.
Greenway Customer Support SUPPORT POLICIES To deliver world class client experiences that delight each and every time we interact with our clients. INTRODUCTION Customer Support Our Technical Support Center,
More informationRIM TECHNICAL SUPPORT
RIM TECHNICAL SUPPORT Service Level Agreement September 2015 PAREXEL INTERNATIONAL / + 1 781 487 9900 / WWW.PAREXEL.COM 2014 PAREXEL INTERNATIONAL CORPORATION. ALL RIGHTS RESERVED. Maintenance A subscription
More informationQIPoint Software Technical Support Policies Effective Date: 01-December-2014
QIPoint Software Technical Support Policies Effective Date: 01-December-2014 Table of Contents Overview... 2 Support Terms... 2 Technical Support Fees... 2 Support Period... 2 License Set... 3 Unsupported
More informationTECHNICAL SUPPORT AND MAINTENANCE SCHEDULE
TECHNICAL SUPPORT AND MAINTENANCE SCHEDULE I. SUPPORT AND MAINTENANCE PROVIDED A. Support Contact and Hours Information. Support for Customers who subscribe to Empirix Technical Support and Maintenance
More informationTechnical Support Policies Effective Date: 05-DEC-2003
Technical Support Policies Effective Date: 05-DEC-2003 OVERVIEW "You" and "your" refers to the individual or entity that has ordered Oracle Technical Support from Oracle or an authorized distributor. To
More informationEXTENSION Assurance Policy Revised 12/13/2012
Page 1 of 6 EXTENSION, LLC ( VENDOR ) Assurance Policy EXTENSION Assurance Policy Revised 12/13/2012 This Service Policy describes the software support services, referred to as EXTENSION Assurance, which
More informationHOSTEDMIDEX.CO.UK. Additional services are also available according to Client specific plan configuration.
HOSTEDMIDEX.CO.UK THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO CLIENT BY THE SUPPLIER. I. Service Definition Lanmark Technical Services Ltd trading as mailhosted.co.uk
More informationSoftware Maintenance Program Handbook Handbook for Open Text Products
Software Maintenance Program Handbook Handbook for Open Text Products July 2013 Version 8 Page 1 Contents 1. Introduction... 4 2. Support Services... 5 2.1 General... 5 2.1.1 Hours and OTC Support Services
More informationApplaud Solutions Technical Support Policies
Applaud Solutions Technical Support Policies Effective Date: 06-May-2011 Overview Unless otherwise stated, these Technical Support Policies apply to technical support for all Applaud Solutions products.
More informationOpenText Information Exchange (IX) Professional Services
OpenText Information Exchange (IX) Professional Services Solutions Maintenance Program Handbook January 2014 (Version 1.1) Handbook IX Solutions Maintenance Program 1. Introduction Welcome to OpenText
More informationLiquidware Labs Customer Support Policy
Liquidware Labs Customer Support Policy Version 2.0 Introduction This guide has been authored by experts at Liquidware Labs in order to provide information and guidance concerning Liquidware Labs Customer
More informationMaintenance Program Guide
Maintenance Program Guide www.tibco.com Global Headquarters 3303 Hillview Avenue Palo Alto, CA 94304 Tel: +1 650-846-1000 Toll Free: 1 800-420-8450 Fax: +1 650-846-1005 2014 TIBCO Software Inc. All rights
More informationAdditional services are also available according to your specific plan configuration.
THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY. I. Service Definition SMS (Company) will provide You with Hosted Exchange and other Application Services
More informationTechnical Support User Guide
Technical Support User Guide Lightspeed Systems Technical Support User Guide 1 Table of Contents Welcome... 3 Technical Support Overview... 3 Lightspeed Systems Global Technical Support Program... 3 Hardware
More informationSaaS Service Level Agreement (SLA)
SaaS Service Level Agreement (SLA) The purpose of this document is to define the Service Level Agreement (SLA) for the maintenance and support of the Hosting Service ( Service ). Service Level Agreements
More informationSpambrella SaaS Support Terms & Conditions
April 29, 2014 Spambrella SaaS Support Terms & Conditions Spambrella and/or other noted Spambrella related products contained herein are registered trademarks or trademarks of Spambrella and/or its affiliates
More informationQIPoint Software Technical Support Policies Effective Date: 25-March-2015
QIPoint Software Technical Support Policies Effective Date: 25-March-2015 Table of Contents Overview... 2 Support Terms... 2 Technical Support Fees... 2 Support Period... 2 License Set... 3 Unsupported
More informationSYSTEM SOFTWARE AND OR HARDWARE SUPPORT SERVICES (PREMIUM 24x7)
SYSTEM SOFTWARE AND OR HARDWARE SUPPORT SERVICES (PREMIUM 24x7) These System Software and or Hardware System Support Services terms and conditions ( Terms and Conditions ) apply to any quote, order, order
More informationWinshuttle, LLC Technical Support and Maintenance Program
Winshuttle, LLC Technical Support and Maintenance Program Overview The Winshuttle Technical Support and Maintenance Program ( Support Program ) is the comprehensive technical support and maintenance service
More informationfdsfdsfdsfdsfsdfdsfsdfdsfsdfsdfsdfs Square Box Systems Technical Support
fdsfdsfdsfdsfsdfdsfsdfdsfsdfsdfsdfs Square Box Systems Technical Support Technical Support Agreement This technical support agreement is made between Square Box Systems Ltd, a company incorporated and
More informationTechnical Support Policies Effective Date: 2-MAY-2008
Technical Support Policies Effective Date: 2-MAY-2008 OVERVIEW Unless otherwise stated, these Technical Support Policies apply to technical support for all Oracle product lines. These Technical Support
More informationCustomer Support Handbook. Designed to Guide Customers in How Best to Engage Edify Product Support
Designed to Guide Customers in How Best to Engage Edify Product Support September, 2006 Contents About Edify Customer Support...1 Customer Support Service Offering...1 Standard Maintenance Program...1
More informationSupport Plan Terms and Conditions
Support Plan Terms and Conditions 1) SOFTWARE WARRANTY: A. AVST represents and warrants that all replacement parts or other software or equipment supplied under this Plan will perform substantially in
More informationSERVICE CONTRACT. and
SAMPLE SERVICE CONTRACT SERVICE CONTRACT BETWEEN and VOICE PRODUCTS SERVICE, LLC Regarding the maintenance of Equipment installed at: VOICE PRODUCTS SERVICE, LLC 8555 East 32 nd Street North Wichita, KS
More information.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE
.trustwave.com Updated October 9, 2007 TECHNICAL ASSISTANCE CENTER (TAC) SUPPORT GUIDE Legal Notice Copyright 2015 Trustwave Holdings, Inc. All rights reserved. This document is protected by copyright
More informationSupport Policies and Procedures
Support options Nintex provides support for Nintex software products in the form of software assurance (also known as maintenance), and support services (also known as help desk or incident response).
More informationOracle Hardware and Systems Support Policies Effective Date: 22-April-2011 OVERVIEW Unless otherwise stated, these Hardware and Systems Support Policies apply to technical support for all Oracle server
More informationAeroScout Industrial Support Policy
AeroScout Industrial Support Policy February 20, 2015 AEROSCOUT INDUSTRIAL SUPPORT POLICY The following describes the Support which AeroScout Industrial or an authorized AeroScout Industrial third party
More informationTHIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS.
THIS SERVICE LEVEL AGREEMENT (SLA) DEFINES GUARANTEED SERVICE LEVELS PROVIDED TO YOU BY INFRONT WEBWORKS. I. Service Definition Infront Webworks, will provide you with cloud based services and other application
More informationS1200 Technical Support Service Overview
S1200 Technical Support Service Overview Nic Chalk March 2015 V1.13 The information contained herein is believed to be accurate at the time of publication, but updates may be posted periodically and without
More informationTechnical Support User Guide
Technical Support User Guide 2015 Websense, Inc. Page 1 BRAVE THE NEW WORLD. 2015 Websense, Inc. All rights reserved. Websense, the Websense logo, TRITON and ThreatSeeker are registered trademarks of Websense,
More informationSTANLEY HEALTHCARE SUPPORT POLICY
STANLEY HEALTHCARE SUPPORT POLICY The following describes the Support which Stanley Healthcare or an authorized Stanley Healthcare third party partner (collectively Stanley Healthcare ) provides to Buyer
More informationEASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS
EASYNET CHANNEL PARTNERS LIMITED PARTNER MASTER SERVICES AGREEMENT HYBRID CLOUD IT PRODUCT TERMS Registered Office at: St James House Oldbury Bracknell RG12 8TH Company No: 03676297 BMI MSA Hybrid Cloud
More informationOverview of Autodesk Subscription with Gold Support
Overview of Autodesk Subscription with Gold Support For Former Platinum Membership Customers Welcome Platinum Members to Autodesk Subscription with Gold Support. This Program Guide will help you become
More informationSoftware Maintenance and Technical Support for Vocera Solutions Territory: England, Wales, Northern Ireland, Scotland and Republic of Ireland
Software Maintenance and Technical Support for Vocera Solutions Territory: England, Wales, Northern Ireland, Scotland and Republic of Ireland This version is current as of April 16, 2012. Please consult
More informationNYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES
NYSED DATA DASHBOARD SOLUTIONS RFP ATTACHMENT 6.4 MAINTENANCE AND SUPPORT SERVICES 1. Definitions. The definitions below shall apply to this Schedule. All capitalized terms not otherwise defined herein
More informationAutomate Your BI Administration to Save Millions with Command Manager and System Manager
Automate Your BI Administration to Save Millions with Command Manager and System Manager Presented by: Dennis Liao Sr. Sales Engineer Date: 27 th January, 2015 Session 2 This Session is Part of MicroStrategy
More informationTechnical Support SLA and Escalation Matrix
Technical Support SLA and Escalation Matrix We, at Cyberoam value our customers and their needs. Although we are continuously trying to make our product as the best UTM appliance, at times there are some
More informationControl Module, Inc. Software Support Plans
Control Module, Inc. Software Support Plans In addition to the resources of the Control Module, Inc. support Web site, the company offers annual support plans to meet your support needs. Each support plan
More informationUser Service and Directory Agent: Configuration Best Practices and Troubleshooting
User Service and Directory Agent: Configuration Best Practices and Troubleshooting Websense Support Webinar March 2011 web security data security email security Support Webinars 2009 Websense, Inc. All
More informationCloud Services Service Level Agreement. Publish Date: 30/06/14 Version: 1.2. Cloud Services Service Level Agreement Page: 1
Cloud Services Service Level Agreement Publish Date: 30/06/14 Version: 1.2 Cloud Services Service Level Agreement Page: 1 Contents 1. Scope 3 2. Service Definitions 3 3. Service Provision 3 4. Supported
More informationSoftware Maintenance and Technical Support Territory: New Zealand
Software Maintenance and Technical Support Territory: New Zealand This version is current as of November 30, 2012. Please consult www.vocera.com/legal for superseding versions of these Software Maintenance
More informationNetIQ Consulting Custom Developer Customer Handbook
Handbook www.netiq.com NetIQ Consulting Custom Developer Customer Handbook Global Guide Preface This handbook is intended as a practical guide to using, and getting the most from, the NetIQ Consulting
More informationmy team monitor employee monitoring software keeps both your office based team and virtual teams working efficiently!
my team monitor employee monitoring software keeps both your office based team and virtual teams working efficiently! My Team Monitor is a simple to use pay-as-you go cloud based software suite that tracks
More informationTechnical Support Services Guide
Intelligent HPC Workload Management Technical Support Services Guide A guide to the technical support services available to current Adaptive Computing customers to extend the value of your software investment
More informationService from the Start Bronze with Comprehensive Coverage
Service from the Start Bronze with Comprehensive Coverage Part Number: SSB- Service from the Start Bronze with Comprehensive Coverage is a unique prepaid program that includes normal wear and tear, as
More informationSUPPORT SERVICE POLICIES FOR LICENSED PROGRAMS For indirect channel through VAR
DASSAULT SYSTEMES R&D Customer Support 10, Rue Marcel DASSAULT 78140 Vélizy Villacoublay FRANCE SUPPORT SERVICE POLICIES FOR LICENSED PROGRAMS For indirect channel through VAR Date: August 6th, 2014 Summary
More informationNetronome Agilio Software Support and Hardware Maintenance User Guide v 1.3
Netronome Agilio Software Support and Hardware Maintenance User Guide v 1.3 1 Table of Contents About This Document... 3 1 Accessing the Netronome Support Team... 4 1.1 Registering with Netronome... 4
More informationCHRISTIE ONSITE AGREEMENT
CHRISTIE ONSITE AGREEMENT EFFECTIVE FEBRUARY 1 ST, 2013 www.christieemea.com Christie ONSITE Agreement is a bespoke onsite call to repair service providing Customers access to a team of Christie engineers
More informationEnterprise Management Service
Enterprise Management Service To assist you through the management of PowerSchool, the Pearson Technical Solutions Group ( TSG ) offers an Enterprise Management Service (EMS) agreement. The Enterprise
More informationFY14 Managed Reseller Incentives
Anthony Ferry Neudesic FY14 Managed Reseller Incentives Incentives Guide April 21, 2014 TABLE OF CONTENTS Version History... 2 Overview... 3 Partner Eligibility Requirements... 4 MPN Competency Requirements...
More informationSOFTWARE UPDATE SERVICES (SUS)
SOFTWARE UPDATE SERVICES (SUS) These Software Update Services terms and conditions ( Terms and Conditions ) apply to any quote, order, order acknowledgment, and invoice, and any sale or provision of Software
More informationBinary Tree Support. Comprehensive User Guide
Binary Tree Support Comprehensive User Guide Updated: 5/14/2013 TABLE OF CONTENTS About this Guide... 4 Standard Support... 4 Advanced Support... 4 Service Level Agreement (SLA)... 5 Binary Tree Support
More informationAriesoGEO Support Services Terms and Conditions (12x5)
AriesoGEO Support Services Terms and Conditions (12x5) These Standard Support Services terms and conditions ( Terms and Conditions ) apply to any quote, order, order acknowledgment, and invoice, and any
More informationSHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010
SHARED WEB AND MAIL HOSTING SERVICE LEVEL AGREEMENT (SLA) 2010 This Service Level Agreement (SLA) ( Service Level Agreement or Agreement or SLA ) is by and between Bizcom Web Services, Inc. (the "Company")
More informationCustomer or you or your means the purchaser of KYOsupport.
KYOsupport Fmpd TERMS AND CONDITIONS 1 Definitions Customer or you or your means the purchaser of KYOsupport. Kyocera Mita or we or our or us refers to the Kyocera Mita sales companies in the following
More informationATTENTION FOR ONLINE MONITORING. In continuation to CPCB s earlier Web Advertisement, it is to further inform that All the
11.06.2015 Web Advertisement (C 12011/33/2015 Tech) ATTENTION FOR ONLINE MONITORING In continuation to CPCB s earlier Web Advertisement, it is to further inform that All the a) Instrument manufacturers
More informationAccruent Customer Support Policy
Accruent Customer Support Policy» Policies & Procedures Governing Accruent Maintenance & Support Offerings June 2014 Accruent, LLC 10801-2 N. MoPac Expressway, Suite 400, Austin, TX 78759 www.accruent.com
More informationSubscription Contract for VIRTUAL CALL CENTER Services
Subscription Contract for VIRTUAL CALL CENTER Services Version: 2.1 Last modification: 15.05.2015 Last modification effective: 15.07.2015 Content Content... 1 1. Subject... 2 2. The Activation of the Contract...
More informationGMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION 2. SERVICE DEFINITION. 2.1 Service Overview. GMS Network Basic
GMS NETWORK BASIC PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Basic Service. If you require more detailed technical information, please contact
More informationOrder Form Subscription Services
Order Form Subscription Services Scriyb sells subscriptions that entitle you to receive Scriyb services and/or Software during the period of the subscription (generally, one or three years). This Order
More informationSchedule A Support and Maintenance Agreement
Page 1 of 5 During the Term and upon SSN s acceptance of an executed Order Form that specifies the Customer s designated support plan for the applicable Software (the Covered Services ), SSN shall provide
More informationOpenText Protect. Software Maintenance Program Handbook. May 2015 WWW.OPENTEXT.COM
OpenText Protect Software Maintenance Program Handbook May 2015 WWW.OPENTEXT.COM 1 1. Introduction Welcome to Open Text Corporation s OpenText (OT) Protect Software Maintenance Program. This handbook provides
More informationAn Epicor White Paper. SaaS ERP for Small Distributors
An Epicor White Paper SaaS ERP for Small Distributors Table of Contents Executive Summary...1 Small Businesses And SaaS...1 Benefits of SaaS...2 Low initial and predictable on-going costs...2 Faster implementations
More informationELECTRONIC RECORDS MANAGEMENT SYSTEM COMPLIANCE TEST AND EVALUATION PROCESS AND PROCEDURES
ELECTRONIC RECORDS MANAGEMENT SYSTEM COMPLIANCE TEST AND EVALUATION PROCESS AND PROCEDURES NATIONAL ARCHIVES OF MALAYSIA 2009 VERSION 1 1 TABLE OF CONTENTS 1. INTRODUCTION 1.1.PURPOSE... 3 1.2.APPLICABILITY...
More informationGMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION
GMS NETWORK ADVANCED WIRELESS SERVICE PRODUCT SPECIFICATION 1. INTRODUCTION This document contains product information for the GMS Network Service. If you require more detailed technical information, please
More informationHow To Maintain A Microsoft Tibb
SERVICE LEVELS GUIDE Contents 1 Maintenance/Support Service Levels... 3 1.1 TIBCO Maintenance Service Levels... 3 1.2 TIBCO DirectConnect SM Maintenance Level Options... 4 1.3 TIBCO Spotfire Maintenance
More informationAn Epicor White Paper. Cloud Deployed ERP for Distributors
An Epicor White Paper Cloud Deployed ERP for Distributors Table of Contents Executive Summary...1 The Case for Cloud Deployed ERP...1 Benefits of Cloud Deployment...2 Low initial and predictable on-going
More informationREQUEST FOR PROPOSALS. Web Filter Solution. Greenville-Spartanburg International Airport (GSP) Greer, SC
REQUEST FOR PROPOSALS at Greenville-Spartanburg International Airport (GSP) Greer, SC May 13, 2013 GREENVILLE-SPARTANBURG INTERNATIONAL AIRPORT REQUEST FOR Proposals I. INTRODUCTION PART I - INSTRUCTIONS
More informationSustaiNet Customer Services Agreement. - January 2007 -
SustaiNet Software Solutions Inc. Suite 910, 1111 Melville Street Vancouver, B.C. Canada V6E 3V6 Tel No: +1(604) 717-4327 Fax No: +1(604) 736-9531 E-mail: info@sustainet.com Web Site: www.sustainet.com
More informationTelestream Maintenance and Support Guide
Maintenance & Support Telestream Maintenance and for Vantage, Vantage Lightspeed, Vantage Cloud Subscriptions, FlipFactory, Pipeline, CaptionMaker, and MacCaption 1 Copyright and Trademark Notice 2015
More informationImplementing Project Server 2010
Implementing Project Server 2010 Course ISI-1327 4 Days Instructor-led, Hands-on Course Description This instructor-led course will provide you with the knowledge and skills to effectively install and
More informationUser s Guide. Support Services. Ver. 1.1
User s Guide Support Services Ver. 1.1 May 2011 Table of Contents 1 Support Services Description... 3 Product Warranty... 3 Premium Support... 3 2 Support Resources... 4 Self-Help Support... 4 Direct Support...
More informationService from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa)
Service from the Start with Comprehensive Coverage for TETRA Terminals (Europe and Africa) Service from the Start with Comprehensive Coverage is a unique prepaid service that includes normal wear and tear,
More informationEnterprise UNIX Services - Systems Support - Extended
1 General Overview This is a Service Level Agreement ( SLA ) between and Enterprise UNIX Services to document: The technology services Enterprise UNIX Services provides to the customer. The targets for
More informationSCOPE OF SERVICE Hosted Cloud Storage Service: Scope of Service
Hosted Cloud Storage Service: Scope of Service 1. Definitions 1.1 For the purposes of this Schedule: Access Account is an End User account with Data Storage requiring authentication via a username and
More informationDolby Software Maintenance and Extended Warranty Policy for Select Cinema Products Revised as of August 1, 2013
Dolby Software Maintenance and Extended Warranty Policy for Select Cinema Products Revised as of August 1, 2013 Overview The Software Maintenance and Extended Warranty Policy applies only to the professional
More informationDescription of Services, Target Response Times and Customer Responsibilities:
MAINTENANCE AND SUPPORT SERVICE TERMS CloudShield s products are initially offered with a basic Standard Warranty when shipped from CloudShield. Standard Warranty provides that the (a) CloudShield Hardware
More informationWorking Instruction. Decisyon Support Guide. Code: DUS.WIN.012 - Version: 05. 2015 Decisyon, Inc. / All Rights Reserved.
Working Instruction Decisyon Support Guide Code: DUS.WIN.012 - Version: 05 2015 Decisyon, Inc. / All Rights Reserved. DOCUMENT CODE Name Code Decisyon Support Guide DIT.WIN.012 Version 05 Date 27/01/2016
More informationX2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3
X2 CONNECT NETWORKS SUPPORT SERVICES PRODUCT DEFINITION LEVEL 1, 2 & 3 Date : 09/08/06 Issue: 6 This is an unpublished work the copyright in which vests in X2 Connect Limited. All rights reserved. The
More informationOracle Software Technical Support Policies Effective Date: 01-November-2011
Oracle Software Technical Support Policies Effective Date: 01-November-2011 OVERVIEW Unless otherwise stated, these Software Technical Support Policies apply to technical support for all Oracle software
More informationUila SaaS Installation Guide
USER GUIDE Uila SaaS Installation Guide January 2016 Version 1.8.1 Company Information Uila, Inc. 2905 Stender Way, Suite 76E Santa Clara, CA 95054 USER GUIDE Copyright Uila, Inc., 2014, 15. All rights
More informationDevice Management Module (North America)
Device Management Module (North America) Part Number: MSFSEU-10 Motorola's device management module is designed to be utilized alongside an existing Motorola Service Center Support Bronze, Service Center
More informationTHIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY.
THIS SERVICE LEVEL AGREEMENT DEFINES THE SERVICE LEVELS PROVIDED TO YOU BY THE COMPANY. Capitalized terms used herein but not otherwise defined shall have their respective meanings set forth in the End
More informationPENELOPE SUPPORT SERVICE Athena Software Effective Date: May 13, 2015
PENELOPE SUPPORT SERVICE Athena Software Effective Date: May 13, 2015 This Agreement is provided in addition to the Order Form addendum which accompanies it and, governs the purchase and delivery of the
More informationEffective: 01-01-2013. Subscription Contract for VIRTUAL CALL CENTER Services
Effective: 01-01-2013 Subscription Contract for VIRTUAL CALL CENTER Services 1. Subject (1) By virtue of this Contract, Virtual Call Center GmbH (seat: Otto-Hahn-Str. 21, Erding 85435 GERMANY; company
More informationTripwire Support Policies Technical Support and Tripwire Customer Center
Tripwire Support Policies Technical Support and Tripwire Customer Center Tripwire provides global standard support services to customers using our North America, European and Asia-Pacific support teams
More informationSchedule 3 LCH.CLEARNET SUPPORT SERVICES
Schedule 3 SUPPORT SERVICES 1 GENERAL PRINCIPLES 1.1.1 Support Services consist: in answering the Users ' queries regarding the proper use of the Clearing Access Solution(s) it has chosen, in providing
More informationCloud ERP for Job Shops and Manufacturers. An Epicor White Paper
Cloud ERP for Job Shops and Manufacturers An Epicor White Paper Table of Contents Executive Summary...1 Cloud Deployed ERP and Manufacturers...1 Benefits of the Cloud...2 Low initial and predictable on-going
More informationMINDJET SOFTWARE ASSURANCE AND SUPPORT TERMS AND CONDITIONS
Updated: September 2011 MINDJET SOFTWARE ASSURANCE AND SUPPORT TERMS AND CONDITIONS These Mindjet Software Assurance and Support ( MSA ) terms and conditions are an agreement between you and the Mindjet
More informationGETTING STARTED WITH RACKFORCE
WWW.RackForce.com RackForce Networks Inc Dynamic Datacenter Services +1 (250) 717-2340 (International) +1 (866) 468-12158 (North America) CONTENTS Getting Started With RackForce... 1 Customer Service Center
More informationTechnical Support Policies
Attachment A Technical Support Policies Effective Date: 18-JAN-2002 OVERVIEW These Technical Support Policies are limited to Oracle programs that are supported with Technical Support, as provided by Oracle
More informationGovernment Efficiency through Innovative Reform IBM Digital Experience on Cloud
Government Efficiency through Innovative Reform IBM Digital Experience on Cloud Standard terms and conditions Copyright IBM Corporation 2015 IBM Terms of Use SaaS Specific Offering Terms IBM Digital Experience
More informationService Definition Nine23 MDM
Service Definition Nine23 MDM G-Cloud iv Contents 1 Service Nine23 Mobile Device Management System.....4 1.1 Overview Nine23 MDM...... 4 1.2 Open Standards. 5 1.3 User requirements.....5 1.3.1 Client Browser....5
More information